This topic

Broadband dropping out

harrysta — Sat, 27 Aug 2022 15:40:46 GMT

I have fibre to the house, the latest BT home hub for digital voice, that's another story,

I have 3 white Wholehome discs, 1 connected to hub, other 2 by wi fi, all show on app Excellent Connection.

The broad band is constantly dropping out sometimes for only 5 minutes or so sometimes hours?

Since February 24th I have rung for assistance 16 times I have had 3 visits from Openreach enginers and 5 visits from inside engineers, I thing Cube?

I have spent hours unplugging, moving and generally doing whatever I can find on the Web?

My latest thoughts are to connect other 2 discs via lan cables back to my 8 way switch?

This in mind they are already showing Excellent Connection, is it OK to have all 3 wired?

In the meantime I look forward to seeing another engineer on Tuesday.

Sorry about the moan, any help would be appreciated. Once I get this problem resolved they can try resolving the digital voice, bring back the analogue line. Harry.

Re: Broadband dropping out

Les-Gibson — Sat, 27 Aug 2022 17:39:11 GMT

No, according to BT Whole Home Wi-Fi FAQs - Set-up and installation | BT Help you cannot have all three connected, the maximum is two depending upon what variant of Wholehome you have.

Are the dropouts consistently with any particular one or two of the discs ( i.e. no dropouts from the one connected to the hub by LAN?)

Re: Broadband dropping out

harrysta — Sat, 27 Aug 2022 22:02:25 GMT

Ray. Thanks for reply.

When I get drop-out it is the whole system that goes down.

Ironically the blue lights on hub remain on.

My laptop is connected direct to hub via cable.

Speed test shows nothing to 8/20 over a short time.

Sometime I have Internet but it is so slow that if streaming a film it is buffering.

Only 2 people in house, no games etc.

I guess I am becoming paranoid and willing to try anything to resolve my problems.

Re: Broadband dropping out

Les-Gibson — Sun, 28 Aug 2022 03:10:58 GMT

At a guess you've either got a dodgy optical terminator which you can do nothing about other than report as a fault or you've got a dodgy ONT.

Do either the LOS or PON lights flash (see https://www.bt.com/help/landline/lights-on-the-openreach-modem)

Re: Broadband dropping out

Carlusha — Sun, 28 Aug 2022 09:38:00 GMT

@Les-Gibson Are you sure a 8/20 would be FTTP? Sounds more like a FTTC connection. Just saying.

Re: Broadband dropping out

imjolly — Sun, 28 Aug 2022 09:56:19 GMT

@Carlusha

@harrysta very first words were 'I have fibre to the house'

Re: Broadband dropping out

harrysta — Sun, 28 Aug 2022 11:06:17 GMT

Les, checked via link, looks like I have 1 port modem? Top row. Port 1 flashing . Bottom row . Status steady.

I have Fibre 2. 74Mbps. Min guaranteed 34 Mbps.

When broadband drops if I do a quick speed test it can vary from unable to connect to very low single figures and can slowly build up.

Engineers do not appear to have interest in the speed results going back over a year?

Re: Broadband dropping out

imjolly — Sun, 28 Aug 2022 11:20:22 GMT

@harrysta

so you don't have fibre to the house as you posted originally but fibre to street cabinet and copple cable to your home - FTTC not FTTP

Re: Broadband dropping out

Carlusha — Sun, 28 Aug 2022 11:46:03 GMT

@Carlushawrote:
@Les-Gibson Are you sure a 8/20 would be FTTP? Sounds more like a FTTC connection. Just saying.

Well, they don't call me Sherlock for no reason! I may be old but 100% correct at times!

Re: Broadband dropping out

Les-Gibson — Sun, 28 Aug 2022 11:52:33 GMT

@Carlusha

Indeed something doesn't seem to fit, as @imjolly has already stated @harrysta first words were that he has FTTP but the speeds he quoted don't support that statement but then he confirms that he has an optical modem.

Confused.com 😕

Re: Broadband dropping out

harrysta — Sun, 28 Aug 2022 12:14:41 GMT

Yes I do have fibre broadband direct into the house and definitely not via green box.

Re: Broadband dropping out

harrysta — Sun, 28 Aug 2022 12:22:42 GMT

When my broadband is running correctly I am getting close to my advertised speed 74 Mbps.

When it drops out it is of course, nothing then when checking speed again it can be very low, it could take hours to get back upto full speed.

Re: Broadband dropping out

imjolly — Sun, 28 Aug 2022 12:26:46 GMT

please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

do you have digital voice or still normal connection for phone?

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Broadband dropping out

harrysta — Sun, 28 Aug 2022 12:36:21 GMT

Thanks for reply and Info, have already done that a couple of times and sent info to BT.

Yes I have the latest hub and digital voice, telephone system is a nightmare compared to old copper wire analogue system.

Another engineer coming on Tuesday morning?

Re: Broadband dropping out

imjolly — Sun, 28 Aug 2022 12:40:52 GMT

stats may be helpful to the people trying to help you on the forum

Re: Broadband dropping out

harrysta — Sun, 28 Aug 2022 15:55:41 GMT

Well I have logged into router, advanced, technical log.

So far so good.

Followed link you gave me.

Entered my phone nnmber ? get message. There is no available data for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided.

We have had this number for approx 40 years?

I exported both the Technical Log. Information and Event Log for today to Excel files ?

Re: Broadband dropping out

imjolly — Sun, 28 Aug 2022 15:58:36 GMT

You are on digital voice hence why the dslchecker will not work.

You can use the camera icon to upload a screen shot

Re: Broadband dropping out

harrysta — Sun, 28 Aug 2022 16:38:26 GMT

Re: Broadband dropping out

Les-Gibson — Sun, 28 Aug 2022 16:48:15 GMT

@harrysta

You might want to review the amount of personal detail viewable in your screenshots

Re: Broadband dropping out

Les-Gibson — Sun, 28 Aug 2022 16:52:30 GMT

I see from your screenshots that your 5GHz carrier is on channel 36, you might want to change that if you have Sky Q it will cause conflict